CSD Shared Workload Project: Improving Customer Access Babs Roberts, Director Community Services Division Washington State Department of Social & Health Services
Background - 2012 Already implemented core business process redesign: Same day interviews Streamlined verifications Statewide call center with one toll-free number Implemented workflow management system to leverage statewide capacity for back-office work – “DMSQ”
Background But…. We weren’t quite there yet Performance issues Customer access to the call center Backlogged work Still had silos of work Many hand-offs remained between the local offices and the call center
The Vision “One CSD” How do we better share our workload to be more efficient and provide better customer service? Redefine first contact resolution leveraging staff workgroups and IBM consultant feedback on process
The Process
The Model Point of contact service delivery — First Contact Resolution. Equal and consistent services between phones and lobbies. Front-end services priority and shared back-office by capacity.
The Model Call Flow Simplified menu structure. Automated call routing. Navigator concept - triage. Queues mirror the lobby waiter pools.
The Model CSD Call Flow Call Flow Answer Phone 1-800 Question Callers enters Unknown not answered CLID or SSN Automated swim lane Menu prompt Telephone No assignment Unknown for childcare live navigator based on case only characteristics Yes WorkFirst Social Worker WCCC Review Team Green Apps Gray Red Questions Questions Local CSO lobby pools Telephone splits (via callback tickle) (via live transfer)
The Model Lobby Flow Current queues (pools) maintained. Standardized routing of work to queues Queues and routing mirror call center flow for eligibility work
The Model Back-office work Majority of back office work pooled at state level, with limited exceptions Prioritized by Workload Prioritization Team. Statewide DMS Queue mission (tool that assigns work based on next available person). Contribution to back-office based on capacity.
Implementation Project managed through Process Improvement Operations Committee. The teams Workload Prioritization Team Technology Procedures Accountability Call center
Implementation Staff messaging throughout project Staff ‘roadshows’ in spring 2013 July 17, 2013 go-live Many adjustments made July – October 2013 System began to stabilize November 2013
The Results Call data Lobby data Backlog data
The Results Pre-Shared Workload Call Volume and Disconnect Rate for Primary Queues 180000 70% 160000 60% 140000 50% 120000 40% 100000 80000 30% 60000 20% 40000 10% 20000 0 0% 1/1/2013 2/1/2013 3/1/2013 4/1/2013 5/1/2013 6/1/2013 Call Volume - ER Team Call Volume - Purple Childcare Call Volume - Triage Team % Disconnected Calls - ER Team % Disconnected Calls - Purple Childcare % Disconnected Calls - Triage Team
The Results Post-Shared Workload Call Volume and Disconnect Rate for Primary Queues 300000 80% 70% 250000 60% 200000 50% 150000 40% 30% 100000 20% 50000 10% 0 0% Aug-13 Sep-13 Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Call Volume - Blue ER Call Volume - Green App Call Volume - Grey Changes Call Volume - Purple Childcare Call Volume - Yellow Navigator % Disconnected Calls - Blue ER % Disconnected Calls - Green App % Disconnected Calls - Grey Changes % Disconnected Calls - Purple Childcare % Disconnected Calls - Yellow Navigator
100000 120000 140000 160000 20000 40000 60000 80000 The Results 0 3/1/2013 3/12/2013 3/22/2013 4/2/2013 4/11/2013 4/22/2013 5/1/2013 Back-Office Volume and Average Ready Days 5/10/2013 5/21/2013 5/31/2013 6/11/2013 6/20/2013 7/1/2013 7/11/2013 7/22/2013 7/31/2013 8/9/2013 Sum of Cases 8/20/2013 8/29/2013 9/10/2013 Workload Begin Shared 9/19/2013 9/30/2013 10/9/2013 ARD 10/18/2013 10/29/2013 11/7/2013 11/19/2013 12/2/2013 12/11/2013 12/20/2013 1/2/2014 1/13/2014 1/23/2014 2/4/2014 2/13/2014 2/24/2014 3/5/2014 3/14/2014 3/25/2014 0 5 10 15 20 25
The Results Monthly Volume and Wait Time by Interview Track 60000 70 60 50000 50 40000 40 30000 30 20000 20 10000 10 0 0 Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar 2013 2014 Total BlU Total Red Total GRN Average BLU Wait Average RED Wait Average GRN Wait
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